Digital Service Development Support Lead

2 weeks ago

Cannock, Staffordshire, United Kingdom Midlands Partnership NHS Foundation Trust Full time

Job summary

At MPFT we pride ourselves on staff wellbeing and development and can offer you:

Our SOOTHE resources - supporting staff across the trust with their physical, mental and financial health. In addition to the support offered from our occupational health provider Team Prevent. Counselling support and lifestyle information with advice on a variety of personal matters "In our Gift" providing a platform for your voice to be heard to inform change The opportunity to purchase additional annual leave Opportunities for flexible working (depending on the role) Career development opportunities and coaching plus access to in house training programs Innovative research training program entitled STARS (Supporting the advancement of Research Skills) Child Care Vouchers Scheme Recognition and engagement through our staff LOVE awards, LOVE long service awards and Staff Engagement Surveys NHS discounts available via the Blue Card and Red Guava schemes

Main duties of the job

To manage customer service excellence. Ensuring service signposting and transfers and timely escalation responses. Ensuring all customer requests are responded to in a timely fashion, customers are kept up to date with progress and problems/requests are monitored through to completion To provide MPFT Digital administrative management and support ensuring MPFT Digital projects are successfully transitioned into business as usual from the internal projects team and third-party suppliers. To manage the co-ordination and control of new supplier agreements, for example, contracts, monthly performance reports and meeting minutes To support Trust-wide MPFT Digital service development improvements, managing the collation of documentation relating to MPFT Digital change control reporting needs, supplier performance and budget reports, and liaising with other teams, such as Procurement, Finance and the Programme Management Office (PMO). Support and facilitate supplier review meetings along with Service Development Support Officer

About us

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;

Supporting your career development and progression Excellent NHS Pension scheme Generous maternity, paternity and adoption leave Options for flexible working Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave Extensive Health and Wellbeing support and resources If you work in our community teams, we pay for your time travelling between patients Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, milage paid at business rates Salary sacrifice bikes up to £2k Free car parking at all trust sites Free flu vaccinations every year Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)

And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.

Job description

Job responsibilities

Where required role is to manage the administration function of the MPFT Digital Service Development Team, being one of the key contact points for administration of MPFT Digital requests within the Trust. Provide line management duties, including work allocation, undertaking regular 1-2-1s, personal development conversations and managing performance and attendance Manage the organisation of the MPFT Digital Service Development Team meetings Management and organisation of supplier review meetings at agreed intervals, providing agendas focussed on priority service issues. Participate and minute or action track where necessary. Create and manage content within SharePoint, taking ownership of relevant information held within this system. Identifying areas of work where clear ownership and process has not been established, ensuring they are captured and scheduled for development, liaising with relevant stakeholders to support agreed consistent processes. Oversee the delivery of process mapping, supporting the team in identifying areas of repetitive work suitable for automation, or other more efficient ways of working. Supporting development of new resources for the trust, such as knowledge bases and chatbots. Manages the update and escalation of business-as-usual MPFT Digital queries and SSHIS incidents and problems, identifying and reporting themes of recurring issues for escalation. Manages key MPFT Digital Service Development processes, such as escalations; ensuring your own tasks and other team members are completed on time. Person Specification

Qualifications

Essential

NVQ 4 in Business Administration or equivalent level in relevant subject

Desirable

IT qualifications appropriate to the remit of the work

Experience

Essential

Experience in an administrative role, supporting a number of other team members Experience of taking ownership of areas of work and engaging with other team members to ensure work is completed on time Supporting people with technology with ability to undertake basic troubleshooting and information gathering Experience of providing good customer service to internal or external customers Experience of owning processes and specific areas of work

Desirable

Experience working in the NHS, either directly on or in support of IT implementation programmes Experience understanding and reviewing Key Performance Indicators (KPIs) and Service Level Agreement (SLA) reports Experience of working within a project or change control environment

Skills

Essential

Excellent organisational and time management skills with the ability to prioritise own workload and of others efficiently Technical knowledge of the Microsoft 365 platform, in particular SharePoint and Teams, with a willingness to further develop technical skills in this area Ability to manage customer and colleague expectations appropriately

Desirable

Good understanding of ICT security issues relevant to Healthcare Being able use suitable process mapping tools, such as Microsoft Visio, and identifying areas for improvement and automation. Skilled in using automation tools, for example, Power Automate

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